customer service


Guest Reviews – How to become an Alchemist!

Are your negative reviews earning you kudo’s? 15 Tips for turning Customer Feedback into Gold! We hope that you only receive glowing accolades and fabulous online reviews but chances are there are one or two grumpy ones that creep in from time to time. Your hard earned Brand reputation plus applicable consumer protection legislation demands […]

The 5 Stages Customer Journey

By applying your ‘passion’ when analyzing the performance of your business during each of the 5 stages of the customer journey, it will be easy to see how you can stand out above your competition and keep the attention of potential customers. When I plan a trip, I take a lot of care with my […]

Added Value for Women Travellers

These simple concepts allow management to come up with the most reasonable and appropriate  personalised ways to satisfy their female guests – using the Services, Amenities, Facilities and Design provided by their individual hotel. Four affective emotion states (wants) were identified: Feelings of Safety Above all, women want to feel safe Added Value: Hotel managers should review the ways they can […]

supporting Free Wi-fi in hotels

following last week’s tweet on my Twitter account @sahotels Suzette Bouwer Join list of all hotels offering free WiFi for their guests … hashtag #3wifihotels.  9 Jun via web I am still on about Free Wi-fi in hotels Hotels are looking to boost occupancy (Or should be – my comment) through added room amenities. When […]

Effective Hospitality Marketing in 2011

I am struck by the “Back to Basics” concepts below. Common sense prevails and remembering how you wish to be treated … it really is pretty simple ”Don’t go after a friend to make a sale; go after a sale to make a friend”  by long time sales executive and Executive Vice President, HSMAI Adrian […]